Technical Customer Success Manager, Mid-Market

Hyperbound

San Francisco (CA)

On-site

USD 130,000 - 160,000

Full time

3 days ago

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Benefits offered by this job

Series A equity

Medical, dental, and vision benefits

Unlimited PTO

Free lunch and dinner in the office

Commuter benefits

Job summary

Hyperbound is seeking a Customer Success Manager to own a book of mid-market customers and drive successful live adoption of our Revenue Activation Platform. You will coordinate with product, engineering, and sales to design rollout plans, ensure adoption, and deliver measurable outcomes for each account.

You will own the implementation and the outcome, surface obstacles, and push back when necessary to protect customer outcomes and long-term value for Hyperbound.

Qualifications

Debug, trace and reproduce bugs; escalate to product/engineering when issue lies below UI
Know key people at each account, plan around customer goals and fixes
Call out problems, take ownership, and involve others only when necessary
Push back when rollout plans or cadences are misaligned; sell a sound approach to customers

Responsibilities

Implementation: own project plan from kickoff to first live cohort; rollout design, integrations, SSO/SCIM, admin training, launch date
Adoption: regular check-ins, usage reviews, feature demos, behaviour-change plays
First-line technical support: discovery calls, reproduce issues, file clean tickets; solve UI or playbook gaps
Voice of the customer: collect feedback and ensure it reaches product
Health monitoring: track active users, caller counts, and milestones to anticipate renewal needs
Commercial signals: identify expansion/renewal risks and hand to Account Manager
Responsiveness: quick replies on Slack, tickets and email

Skills

Technical depth

Relationship instinct

Ownership

Conviction

Sales enablement

GTM ops

Tools

Hyperbound

Job description

About Hyperbound

Deals are messy. Multiple stakeholders, hours of calls, and endless emails. At Hyperbound, we're building the AI Agent that will help sales teams untangle that mess.

Hyperbound is the Revenue Activation Platform: an agentic OS for sales that connects what happens to what should happen next.
We came out of YC S23 and went viral with Voice Agents that reps could call to put their skills to the test. Today, we’re building AI that understands sales conversations, coaches in real time, reasons across deals, and takes action to move them forward.

We are trusted by companies like LinkedIn, Amazon, Bloomberg, Supabase, Monday.com, Notion, and Vanta. We raised a $15M Series A in October 2025, grew ARR 5× over the past year, and are growing nearly 20% month over month.

About the role

You'll own a book of 25 to 40 mid-market customers ($20k to $100k+ ARR) and be their day-to-day owner at Hyperbound. Your job is to get them live, get their reps using the product.

What we need from you

Technical depth: You can debug, trace and reproduce a bug. You go to product or engineering when a problem is below the UI, not because you didn't want to look.
Relationship instinct: You know the key people at every account, they know you, and they message you before they message anyone else. You understand what each customer is trying to fix and you build the plan around that.
Ownership: When something goes wrong, you name the problem, and start solving it. You only pull in more people if required.
Conviction: You push back. When a customer wants to skip the rollout plan, run the wrong cadence, or launch to the whole sales org on day one, you tell them why it won't work and sell them on the approach that will. Customers respect solutions that are sold to them, not handed over. You own the implementation and the outcome, not just the setup.

Highly preferred

Background in sales enablement, revenue enablement, or GTM ops. You've rolled out a tool or a methodology to a sales team before and know what it takes to get reps to actually use it.
Experience implementing or administering Hyperbound or a similar sales coaching platform.

What your regular Thursday looks like:

Implementation: Own the project plan from kickoff to first live cohort. Rollout design, integrations setup, SSO and SCIM, admin training, launch date.
Adoption: Regular check-ins, usage reviews, feature demos, and behaviour-change plays that get reps practising and managers coaching.
First-line technical support: Discovery on the call, reproduce the issue, file a clean ticket. Solve what can be solved in the UI or a playbook yourself.
Voice of the customer: Own feedback from your accounts and make sure it reaches the product.
Health monitoring: Watch active users, caller counts, and implementation milestones so you act on a slipping account weeks before the renewal conversation, not during it.
Commercial signals: Spot expansion and renewal risk, log it, and hand it to the account manager who owns pricing and paper.
Responsiveness: Fast on Slack, tickets, and email.

What this role is not

A tag-team job. You go to customer meetings alone. Bringing a second person is the exception.
A sales job. Retention comes first. Expansion signals get logged and handed over, not chased. A commercial role. You don't price, negotiate, or own renewal paper. You will be paired with an expansion Account manager who will take care of that.

Requirements

Comfortable with the technical side: reading logs, reproducing bugs, working through configuration, and explaining a technical issue clearly to both a customer and an engineer. You don't need to be an engineer.
You broadly understand how a sales team runs: quotas, onboarding, coaching cadences.
You remove blockers yourself rather than routing customers to another team.
You can run around 40 accounts and treat them differently on purpose.

Interview Plan